Summary
Overview
Work History
Education
Skills
Career Highlights
Timeline
Generic

Tiquilia Nicole Austin

North Richland Hills

Summary

Results-driven with 10+ years of experience in behavioral health, contact center management, and organizational innovation. Proven record of designing and implementing policies, building high-performing teams, and optimizing patient/member engagement. Skilled at translating data into actionable strategies that increase retention, improve compliance, and drive measurable outcomes. Recognized for operational excellence, cross-functional collaboration, and advancing organizational growth.

Overview

10
10
years of professional experience

Work History

Director of Patient Engagement

Deep Center Mental Health
01.2024 - Current
  • Lead and oversee a contact center operations, optimizing workflows and intake processes for improved patient experience.
  • Increased appointment show rates from 50% to 80% within the first year by redesigning engagement strategies, scripts, and commission structures.
  • Developed SOPs, training programs, and performance metrics to elevate staff productivity and accountability.
  • Partner with Sales, Marketing, Clinical Operations, and Billing to resolve process inefficiencies and improve patient acquisition.
  • Spearheaded technology enhancements, including online self-booking tools and satisfaction surveys, while ensuring HIPAA compliance.
  • Recruited, coached, and mentored diverse teams, building a culture of professional growth and retention.

Member Engagement Manager

Healthmap
01.2021 - 01.2024
  • Managed remote contact center operations, including supervisors and frontline staff, ensuring consistent member satisfaction and service delivery.
  • Streamlined workflows across clinical, billing, and support teams to eliminate bottlenecks and reduce response times.
  • Leveraged data analytics and KPIs to identify gaps, improve utilization rates, and enhance engagement strategies.
  • Delivered leadership training and performance coaching to boost staff retention and effectiveness.

Member Engagement Manager

Ontrak
01.2016 - 01.2021
  • Directed and scaled a 50 plus-member team focused on member engagement, retention, and quality of care delivery.
  • Integrated evidence-based approaches (CBT, DBT, Motivational Interviewing) into engagement strategies to improve outcomes.
  • Established operational policies, coaching systems, and engagement initiatives that reduced turnover and elevated patient experience.
  • Collaborated with cross-functional leaders to launch organizational-wide initiatives, aligning behavioral health services with member needs.

Education

Master of Science (M.S.) - Mental Health and Wellness

Grand Canyon University
Phoenix, AZ

Bachelor of Science (B.S.) - Psychology

Mercer University
Macon, GA

Skills

  • Innovation & Strategic Planning
  • Policy Development & Implementation
  • Behavioral Health
  • Quality Assurance & HIPAA Compliance
  • Contact Center Operations
  • Utilization Review & Performance Metrics
  • Patient/Member Retention & Satisfaction Strategies
  • Motivational Interviewing & Evidence-Based Practices

Career Highlights

  • Consistently improved patient and member retention rates through strategic engagement initiatives.
  • Developed and led performance-driven teams, reducing turnover while exceeding service delivery standards.
  • Blended behavioral health expertise with operational leadership to drive organizational performance and measurable outcomes.

Timeline

Director of Patient Engagement

Deep Center Mental Health
01.2024 - Current

Member Engagement Manager

Healthmap
01.2021 - 01.2024

Member Engagement Manager

Ontrak
01.2016 - 01.2021

Master of Science (M.S.) - Mental Health and Wellness

Grand Canyon University

Bachelor of Science (B.S.) - Psychology

Mercer University

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